Alan Gutierrez

That was my impression when I toddled about Washington D.C. eariler this year. It was for Publius, and I learned a lot, but it was hard to be away from New Orleans.

On the Metro, as you board, there is a recorded voice that requests that customers please step to the center, or sit, or whatever your supposed to do on a subway train.

The word caught me off guard. Customers. Somehow it felt unsettling. I didn’t buy my ticket and slink into subterrainian D.C. for a customer service experience. I sought transport.

I’d sign up to become a passenger on a train. There is an important distinction between between customers and passengers.

First of all, it’s not beneficial to you to do so, but few people will notice if you lose a customer.

It’s another matter to lose a passenger.

I fear the day that I hear a doctor say, “the customer is in critical condition, but she’s improving. We are providing her with the best service possbile.”